Assignment Criteria and Criteria Values

Assignment criteria are the fundamental building blocks for assignment rules. You translate the assignment business logic that you determine into assignment criteria. Assignment rules use criteria to determine which candidates qualify as potential assignees. Criteria also determine which assignment rule is evaluated in assigning an object. An assignment rule can include none (zero), one, or many criteria.

An assignment criterion is usually defined along with criteria values. For example, assume that you want an assignment requirement that employees speak German. When you create your assignment rule, you select the predefined Language rule criterion and German (or DEU, which is the language code for German) as the criterion value.

You can have several criteria values for the same criterion. For example, assume that a Language rule criterion uses four languages as criteria values: German, Spanish, Italian, and French. Assuming that this assignment rule's candidate passing score is 10 points, and that each language is worth 5 points, the candidates for this assignment rule that possess expertise in at least two of these languages qualify for the assignment rule.

Assignment Manager provides predefined criteria values that are available dynamically based upon the criterion you select, or you can create your own criteria values using Siebel Tools. For example, if you want activities of type Repair or Break-fix handled by a certain employee, then create a rule criterion called Activity Type with two criteria values, Repair and Break-fix. For more information about creating new criteria with values, see Process of Creating Assignment Criteria for Use in Assignment Rules.